At Ensono, our Purpose is to be a relentless ally, disrupting the status quo and unleashing our clients to Do Great Things! We enable our clients to achieve key business outcomes that reshape how our world runs. As an expert technology adviser and managed service provider with cross-platform certifications, Ensono empowers our clients to keep up with continuous change and embrace innovation.
We can Do Great Things because we have great Associates. The Ensono Core Values unify our diverse talents and are woven into how we do business. These five traits are the key to achieving our purpose.
HONESTY, RELIABILITY, COLLABORATION, CURIOSITY, PASSION
As the Service Delivery Director (SDD) you will come to the table with a wealth of IT service knowledge, adept in bringing efficiencies and improvements to disparate processes and systems. You will lead through influence, break down silos, and manage competing priorities. You will be an impeccable communicator that can effectively adapt to your audiences and is a Relentless Ally for the client.
What You will Do:
Act as a client advocate and a point of escalations for client service delivery needs. Assigned to key accounts with high profile client visibility. Coordinate internally across Ensono with cross-functional teams to ensure the relationship and services levels are achieved. Provides guidance within Ensono’s’ operational teams to ensure clients have an exceptional experience with the technology solutions we provide and that contractual obligations are met. Actively identify, capture, and communicate operational risks, insights, opportunities, and efficiencies. Develop and execute improvement plans from discoveries. Partner with assigned Ensono support resources to capture important client data and conduct analyses to identify issues and track progress against the client’s business outcomes. This may include analyzing the health/wellness of the client’s environment, data on incidents/SLAs. Educate the operational team in understanding how clients utilize Ensono services in support of their business. Provide technical support or training on Ensono products (i.e., client portal) by coordinating with internal SMEs and support organizations. Build relationships across the client’s organization to confirm the right level of participation across IT and the business to drive success and achieve the client’s outcomes. Maintain and improve CSAT through optimizing service quality and end-to-end client experience. Use operational health and KPIs to identify and communicate risks and insights to the client and Ensono senior leadership. Provide executive level communication for critical business impacting events, account updates, and service improvement plans. Deliver, execute, and monitor service improvement plans (SIP) across all Ensono operational delivery. Collaborate with the Client Engagement Executive (Sales) to build a strong account plan and coordinate to effectively manage client relationships, strategic outcomes, opportunities, and manage the client’s overall contractual relationship. Manage critical client issues/incidents via an ITSM based approach, communicating the client’s expectations, and ensuring coordination across the Ensono team to deliver. Assess account performance through Ensono’s Client Health Dashboard and work across Ensono teams to manage client challenges and deliver high quality service to each client. Act as a product advocate and provide guidance and recommendations to clients, strengthening the relationship as well as exceeding expectations. Establish and lead operational meetings focused on ITSM governance and SLA adherence.
We want all new Associates to succeed in their roles at Ensono. That's why we've outlined the job requirements below. To be considered for this role, it's important that you meet all Required Qualifications. If you do not meet all the Preferred Qualifications, we still encourage you to apply.
What You Will Need:
8+ years of IT Service Management experience in a client-facing role Client relationship management experience Operational ability in diverse, large-scale, multi-platform, outsourced environments In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery Proficient understanding of ITIL (Information Technology Infrastructure Library) principles Demonstrated understanding of any of the following technologies: Mainframe, Open Systems, Virtualization, Databases, Cloud Computing, Middleware, or Networking Willing to travel as required (e.g., client service reviews at client site)
Preferred Qualifications
Exceptional customer-facing skills Highly motivated, strong desire to learn quickly, ability to effectively multi-task and work independently, and the readiness to demonstrate a proactive attitude Strong ability to manage through influence Strong organizational skills Solid resource planning and problem-solving skills Experience in management consulting is a plus Able to effectively manage competing priorities from a variety of stakeholders Excellent verbal and written communication skills, including communicating with senior level executives and key stakeholders
Why Ensono?
Ensono is a place where we unleash Associates to Do Great Things – for our clients and for your career. This could mean achieving a professional goal, collaborating with your team on an innovative idea, learning a new skill, reaching a wellness milestone, or engaging in your community through volunteer programs. Whatever it means to you, we want Ensono to be the place where you can do great things.
We value flexibility and work-life balance. Positions that are not required to be onsite to support a client may offer the ability to work remotely or hybrid at an Ensono office location.
Unlimited Paid Day Off (PDO) Plan Two robust health plan options through Blue Cross Blue Shield 401(k) with a generous company match Eligibility for dental, vision, short and long-term disability, life and AD&D coverage, and flexible spending accounts Depending on location, ability to take advantage of fitness centers Wellness program Flexible work schedule
Ensono is an Equal Opportunity/Affirmative Action employer. We are committed to providing equal employment to our Associates and building a diverse and inclusive workforce. All qualified applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or other legally protected basis, in accordance with applicable law.
Pay transparency nondiscrimination statement/posting OFCCP’s pay transparency policy can be found on OFCCP’s website.
If you need accommodation at any point during the application or interview process, please let your recruiter know or email USTalentAcquisition@ensono.com.